Communications Operations Improvement Consultant

Are you passionate about improving processes, solving problems and helping teams work more effectively? Do you enjoy bringing structure to complexity, identifying opportunities for improvement and turning ideas into practical solutions? Can you use data, insight and collaboration to drive continuous improvement and deliver better customer outcomes?

In the Legal, Regulatory & Mandatory (LRM) Communications team, we put customers at the heart of everything we do. We plan, write and deliver millions of critical communications every year, helping customers manage their finances, understand important changes and make informed decisions when it matters most.

We're looking for an Operational Improvement Consultant to join our LRM Projects, Delivery & Operations team. This is a fantastic opportunity to help improve how customer communications are delivered across Nationwide and Virgin Money, ensuring our processes, controls and ways of working support efficient, effective and high-quality delivery.

Working closely with delivery, project and communications teams, you'll help drive operational excellence through process improvement, governance, controls and operational documentation. Using analysis, problem-solving and collaboration, you'll help ensure customer communications are delivered efficiently, consistently and at scale.

The LRM Projects, Delivery & Operations Team

The LRM Projects, Delivery & Operations team provides the foundations that enable the successful delivery of customer communications across Nationwide and Virgin Money.

The team leads the communications elements of major customer change programmes, ensuring strategic change is translated into clear, effective customer communications and journeys that deliver the right outcomes for customers and the business.

Alongside this, the team manages the production and distribution of business-as-usual customer communications, overseeing artwork, build, workflow and distribution activities across both brands.
The team also supports the wider LRM function through governance, process management, documentation, technology and Digital Asset Management (DAM), helping to ensure communications are delivered efficiently, consistently and within a strong control environment.

The team sits within the Group Customer & Communications (GCC) function. GCC's purpose is to understand our customers, create meaningful engagement opportunities and deliver compelling experiences and communications. Customer strategy, marketing, brand, website and legal, regulatory & mandatory communications all sit within GCC, alongside our social impact agenda.

We are happy to consider flexible working approaches to help you perform at your best.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Swindon, London or Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. The team also usually meets up once per quarter in Glasgow or Gosforth. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

As an Operational Improvement Consultant, you'll help drive operational excellence across the LRM Communications function, supporting activity that strengthens processes, controls and ways of working.

You'll work with teams across the function to understand how processes are performing, identify opportunities to increase efficiency and strengthen controls. This will include supporting process reviews, mapping and documenting ways of working, and helping to implement practical changes that enhance quality, reduce risk and improve colleague and customer outcomes. You'll also help identify opportunities to make better use of technology, automation and AI-enabled solutions to streamline processes, reduce manual effort and increase operational effectiveness.

You'll support governance and operational oversight activity, gathering and analysing management information, assessing process performance, monitoring risks and tracking actions. By coordinating lessons learned activity and maintaining process documentation, procedures and playbooks, you'll help ensure teams have clear, consistent guidance and that opportunities for improvement are captured and embedded.

Working closely with colleagues across LRM Communications, you'll help embed best practice, support operational excellence initiatives and contribute to the ongoing evolution of our processes, tools and ways of working.

About you

Here are some of the qualities and behaviours which will help you to succeed in the role. You'll:

• Have a passion for continuous improvement, with a track record of identifying opportunities to simplify processes, improve controls and enhance operational performance
• Be experienced in process mapping, process design and documenting current and future-state ways of working
• Have strong analytical and problem-solving skills, using data, insight and root-cause analysis to identify issues and recommend practical solutions
• Be comfortable interpreting management information, operational reporting and performance metrics to inform decision-making and prioritisation
• Be able to build strong relationships and work collaboratively with and also manage stakeholders across projects, operations and delivery teams
• Possess a high level of attention to detail and a strong focus on quality, governance and operational controls
• Be comfortable working in a regulated environment, with an understanding of risk management, governance and control frameworks
• Have experience supporting operational reviews, governance activity, lessons learned exercises or continuous improvement initiatives as well as experience in communications
• Be proactive and self-motivated, taking ownership of actions and seeing improvements through to implementation
• Have an interest in technology, automation and AI, with the curiosity to identify opportunities to improve processes and reduce manual effort through digital solutions

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Gary Queen, and the main recruitment contact is Sameena Rehman.

Please note that should you be successful in securing this role, the job title on our internal systems will be Supply & Services Consultant.